Overview
About The Role: We are launching a new role on our Massachusetts team. The Sustaining Operations Lead will report to the MA General Manager. This role ensures our installed electrification projects continue to perform at the highest level post-installation.
You’ll spend roughly 50% of your time in the field and 50% in the office, with more field time in the early months to “clean up” existing equipment issues, then shifting toward more office-based responsibilities. You’ll play a big role in the post-install experience — service, maintenance, callbacks, and customer support — ensuring stability, technical quality, and homeowner satisfaction.
This role is not the first responder for every callback or service request. Instead, you are the fleet health owner and last-resort escalation point, stepping in when installer and service partners cannot resolve the toughest problems. Equally important, you will create the learning loop that ensures every issue leads to systemic improvements as reviewed by our centralized support Operations Enablement Team.
Your work will be critical to protecting trust with our customers and trade partners while delivering Elephant’s Service and Maintenance Program across Massachusetts.
Responsibilities
* Fleet Health — Own the performance and “health” of our installed fleet, ensuring systems function as intended and customers remain confident in their investment. Actively monitor fleet performance, coordinate preventative maintenance, and ensure all customer issues have a clear path to resolution. Document issues, interventions, and equipment changes thoroughly, giving central teams visibility into systemic trends and opportunities.
* Escalation & Field Work — Serve as the final escalation point in our service pathway, not the first responder. Step in only when installer or service partners cannot resolve an issue, particularly for complex or high-stakes problems (less than 5% of cases). Perform in-field diagnostics and interventions as needed, delivering timely, high-quality solutions that protect customer trust. Manage and support Service Partners, especially on challenging technical issues.
* Learning Loop — Conduct root cause analysis on recurring issues and feed insights back to HCAs, PMs, and trade partners. Partner with Operations Enablement and Solutions Engineering to reduce callbacks by achieving “Quality by Design.” Provide supplemental training or coaching when recurring issues surface.
* Enable Teams & Partners — Provide technical guidance and field coaching to local teams (PMs, HCAs, GM) in collaboration with the centralized Operations Enablement team. Support installer onboarding, training, and enablement in partnership with the Operations Enablement team. Deliver in-market training sessions based on centrally developed curriculum, contributing insights and expertise where needed.
Other Things
* Support the rollout of structured preventative maintenance programs.
* Help ensure the MA market team is equipped with technical insights and troubleshooting playbooks.
* Strengthen the customer journey by ensuring technical support is available for both customers and employees post-install.
Qualifications & Fit
* You bring technical expertise in heat pumps, with hands-on field experience (Mitsubishi training strongly preferred).
* You have service technician experience and enjoy both problem-solving and teaching others.
* You’re an excellent communicator—capable of translating technical field issues into systemic improvements.
* You are skilled at assessing partner quality and managing ongoing relationships with contractors.
* You thrive in a startup environment—self-directed, solutions-oriented, and motivated to improve processes.
* Indicators this may not be the right role for you: you have trouble looking beyond individual service calls to see the bigger picture of fleet health and overall system performance; you aren’t interested in root cause analysis, documentation, or driving systemic improvements; you don’t enjoy coaching, training, or partner enablement; you prefer highly structured environments; you’re unable to travel for initial training in Colorado or you don’t have reliable transportation to cover the Massachusetts service area.
Compensation & Benefits
Total Compensation — We offer competitive cash compensation, meaningful equity, and strong benefits that reflect our values:
* Base salary: $75,000 - $90,000
* Stock options, commensurate with experience and in line with internal equity bands
* 75% employer-paid health, dental, and vision
* 401(k) with 6% company match
* Unlimited PTO and 10+ company holidays
* Home electrification incentives
* Remote-first work culture
#J-18808-Ljbffr